OnBase Support Engineer; ECM Platform​/Hyland

Position:
OnBase Support Engineer (Hyland)

Location:

Toronto, ON || Hybrid

Job type:
Full‑time

Job Description:

We are looking for an experienced Hyland OnBase Application Support Analyst with solid L2 incident management and enterprise content management expertise to support, maintain, and optimize OnBase platform operations in a regulated financial services environment. The ideal candidate brings deep hands‑on OnBase administration skills, strong SQL troubleshooting capability, and proven experience managing application support operations within an ITIL‑based service model.

• Troubleshoot complex application issues, analyze logs, and resolve L2 incidents within SLA — performing Root Cause Analysis (RCA) and supporting defect fix.
• Administer and support Hyland OnBase modules including Document Management, Workflow, and Integration component.
• Handle configuration changes, patches, and upgrades across OnBase environments including migration and version upgrade.
• Monitor system health, queues, and batch jobs ensuring reliable OnBase operations and proactive issue identification.
• Ensure SLA compliance, ticket triaging, and resolution tracking via Service Now / ITSM platform.
• Support integrations with upstream and downstream systems via APIs and middleware, assisting with data issues and document ingestion failure.
• Support release deployments, regression validation, and release stabilization activities.
• Apply SQL for querying, troubleshooting data issues, and resolving database‑related application incidents.
• Leverage Power Shell or basic scripting for automation, batch monitoring, and operational efficiency.
• Drive continuous improvement toward reduced incident backlog, faster MTTR, and stable platform operation.
• Collaborate with cross‑functional teams across IT operations, business stakeholders, and vendor support.